Service Desk and Service Request Management

By the end

What you'll build

• Triage an incoming contact and classify it as a request, an incident or work that belongs elsewhere
• Write a record that a colleague can act on without going back to the user
• Apply a request catalogue, including its approval and fulfilment steps
• Set and manage user expectations with clear, timely updates
• Recognise when a contact must be escalated, and escalate it with complete context
• Handle a difficult or distressed contact without raising the emotional temperature

Curriculum

What's inside

6 modules · 35 lessons

1. 01

   The service desk as coordination point

   6 lessons
   • One front door: what the desk owns and what it routes
   • Contact channels and the trade-offs of each
   • Shift handover that actually transfers context
   • Working a queue without cherry-picking
   • Measuring the desk without encouraging gaming
   • + 1 more lesson
2. 02

   Triage and classification

   6 lessons
   • Deciding in ninety seconds: request, incident, or neither
   • Categorisation that still makes sense in a monthly report
   • Impact and urgency, and how they combine into priority
   • Spotting the early signs of a major incident
   • When to ask one more question before routing
   • + 1 more lesson
3. 03

   Recording quality

   6 lessons
   • Writing a record the next person can act on
   • Symptom, scope and evidence: the three things to capture every time
   • Attaching diagnostics without dumping noise
   • Avoiding personal data you do not need to hold
   • Linking to known errors and related records
   • + 1 more lesson
4. 04

   Request management and fulfilment

   6 lessons
   • Running a request catalogue from submission to confirmed delivery
   • Standard requests, approvals and pre-authorisation
   • Fulfilment hand-offs and keeping ownership visible
   • Requests that are really changes in disguise
   • Fulfilment targets and shaping workload
   • + 1 more lesson
5. 05

   Communication, closure and user experience

   6 lessons
   • Updates that reduce chase-ups
   • Explaining a delay without jargon or blame
   • De-escalating a frustrated caller
   • Resolution confirmation and honest closure codes
   • Reading feedback and satisfaction signals
   • + 1 more lesson
6. 06

   Practice and check

   5 lessons
   • What the caller says, and what it actually ismatch pairs
   • Ninety seconds at the front doorsequence order
   • Front-door disciplinefill blank
   • Monday, 09:40, four calls waitingscenario
   • Course quizquiz

The shape of it

How this course works